ComplaintsforAAA Home Security, LLC

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please see attached note that was sent to AAA Home Security: I am writing to express my dissatisfaction with the recent breakdowns of your devices (1st time in December 2023 with the 2nd time on July 1st 204 and the subsequent customer service I have received. As a customer since November 2023, I have experienced two breakdowns of your devices, which is concerning. When I called to get the devices fixed, I was informed that there would be a $75 fee assessed regardless of whether the breakdowns were my fault or not. Another problem is they aren't able to fix the doorbell camera until July 19th. I find this policy to be unfair and unreasonable. Additionally, I have been disappointed with the quality of your customer service, which seems to be as lacking as your products. I would appreciate the opportunity to speak with someone about this matter and to discuss a resolution that is fair and satisfactory to both parties. **Note: I have had no contact except by email with AAA Home Security. The monthly amount for the service is $61.69, which I have paid for the last 8 months. I have 1 ring doorbell, 1 camera in backyard and 3 door sensors; none of these items is worth $1638.00. I wish to be released from this contract with no negative impact to my credit.

  Business response

  07/09/2024

  Spoke with customer about the issue that happened in January this was of no fault of our or our products but rather the customer had changed internet providers resulting in the equipment going offline. Customer was unable to reconnect herself and we waived the $70 copay and came and reconnect the cameras to the new wifi. The current issue is undetermined however it will be take care of under her warranty there is a $70 copay on the warranty we are not able to waive that again as it has already been waived this year on a separate issue that was no fault of ours. I did speak with customer and got her next day service call scheduled. 

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were set up with AAA in April because they were a company whose security system did not operate off of wifi connections and would offer a more reliable service. That was anything but true. We did not have wifi when they installed and they were not able to properly install our services because of it but assured me it was no big deal and did not need to be rescheduled. Going forward our cameras have had constant issues with connectivity. It's more abnormal for them to be functioning with a proper connection then it is for then to not be. We have no wifi issues elsewhere, just with the security system cameras. They finally sent a tech out after multiple complaints and connected the cameras directly to the wifi like they apparently should have been initially. Fast forward another month or so, one camera goes completely offline. It has been out for 2 weeks. I contact support, they respond back with a whole process on how I need to troubleshoot their equipment that I pay a monthly service for. We attempted the steps and could not get past step one because it's dead, will not rest or even blink. The camera is faulty. At this point I'm telling them to fix it or take their equipment back so we can move on. They would not even respond. So I contact AAA text contact and they redirect me to Guardian saying I have to call them for support. I call Guardian and get the run around that I have to pay a $75 deductible for them to come out and possibly pay for all new equipment after on a camera that is less then a year old. Charging someone to fix their faulty product that they pay monthly for is not ok. I tell them they can cancel it which then gets me directed back to AAA because apparently I'm in a contract with them and they're the only ones that can help me. So they're both sending me in circles wasting my time. ******* at AAA calls me back almost laughing at me in the most condescending way telling me she doesn't care pay the tech fee or pay a $1250 cancelation fee.

  Business response

  02/22/2023

  All our introductory communication to the customer explicitly stated that the cameras would require Wi-Fi. Customer called in on November 16th with Wi-Fi issues, we sent a tech out within 48 hours to repair. She was quoted a copay on her warranty and when she threatened to cancel, we waived the fee.
  On 2/7 customer called in again, the front camera has no power. Tech support tried to assist customer and she refused to do any troubleshooting stating "she is not a tech" she again was quoted her $75 copay and again threatened to cancel. This time she was quoted the early termination fee of $1,250 after continued back and forth we offered another complimentary service call, which she has not accepted. A camera losing power is not a "breach of contract" nor is requesting the copay that is outlined in the signed agreement.
  

  Customer response

  02/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like proof of the introductory stating wifi was required because I have none of that meaning it was not provided before install. The tech that came out for the the initial install clearly knew I didn't have wifi and used his phone Hotspot to install. When a tech came back out to reroute wifi directly to the source he stated that the company tried doing it this way (running wifi off of the panel itself) and it has caused lots of issues so I know it's not just me and the company is yet again deflecting. My husband absolutely tried to troubleshoot the cameras every single time. Their parent company Guardian and AAA like to spin customers in circles and waste everyone's time so nobody has to be accountable for the inadequate services and faulty devices they are providing customers. We could not get past step 1 of the troubleshooting this time because the device they provided is faulty. When they're available for support my husband is working so no, I will not be climbing a ladder or climbing in my attic with a toddler to do something they should be doing that my husband also already did. This is not a 2 time problem. This has happened 11 times since we got their services. It has not even been a year. 11 times for the cameras to lose connection for days at a time is unacceptable. And now the camera is just dead. And it's been dead for over 4 weeks now.

  Business response

  02/24/2023

  Send customer a copy of initial communication. Still happy to provide a complimentary service call to address and fix any and all issues.

  Customer response

  02/27/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It took me filing a BBB claim for you to suddenly care that you provided poor customer service. Even then you're offering to now send someone out like you should have in the first place but are going to charge me for repairs or replacements of your product like you verbally stated on the phone. This is a 3 year contract and I'm not even a year into it with faulty services. I'm not going to willing go rounds with your company or Guardian for 3 years when this continues to happen. 11 times... it's not normal nor is it acceptable. Allowing one of your devices that you continue to charge me for to be dead for over a month says a lot about how you do business and where your priorities lie. My cheep doorbell camera that has no contract is providing me better service.

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